Voids & Lettings Lead

In your role you’ll:
• Own our Voids & Lettings processes from beginning to end, identifying improvements, and delivering a high-quality experience with our homes and customers at its heart.
• Lead and inspire your team through regular one-to-ones, coaching and reviews, providing the guidance they need to deliver goals and targets.
• Work with RHP Home, our repairs team, to drive collaborative ways of working which improve the customer experience.
• Work collaboratively with local authorities, using a variety of resources to achieve first-let success for all homes and maximise the use of stock across all tenures.
• Make sure homes are let on time and within budget, and that they meet our nomination agreements, minimising rent loss and waiting times for customers.
• Be a great collaborator and do what it takes to keep the business moving forward.
• Make sure your team resolves issues quickly and accurately, achieving high levels of customer satisfaction.
• Use data intelligently to drive better business performance and set standards that your team aspires to deliver.
• Make sure that we are compliant with all legislation and regulatory standards.
• Lead on the delivery of our service standards and build a high-performance culture where service is at the heart of what we do, providing regular updates to key stakeholders.
• Focus on employee engagement to ensure we remain an inspirational place to work.
• Own, set, and monitor delivery against the department’s service plan and budget.
• Involve customers and colleagues in service development, reviewing customer feedback and complaints regularly.
• Be an expert in your field that’s brilliant at the basics, understanding your systems, service, and customers inside out.
• Be outward looking, learning from others, remaining curious to bring fantastic new ideas to your role which stretch you and improve performance and the customer experience.
We’re looking for someone with experience of:
• Managing a high-quality key to key voids process
• Delivering exceptional standards of customer service in social housing or a residential property environment.
• Leading operational teams to deliver high performance and drive service improvements.
• Matching customers with the home that they need, allocations and lettings.
• Successfully managing large-scale contracts.
• Understanding what a good home looks like and working collaboratively with an in-house contractor to deliver service standards.
• Knowledge of housing and health and safety legislation, particularly in relation to voids and lettings.
Education:
• A relevant housing related or technical qualification, e.g., CIH Level 5 qualification, HND in surveying related subject or equivalent industry experience.
It’d blow us away if you had:
• A degree in a related subject / full CIHCM membership.
The key behaviours we expect in the role include:
• Role modelling our values: We know our stuff / We make it happen / We care
• Demonstrating inclusive behaviours, respecting and embracing difference and listening to other people’s unique perspective.
• Communicating passionately and authentically across different channels, adapting your style and methods to meet the needs of a diverse range of customers and colleagues.
• Demonstrating great interpersonal skills to build confident, collaborative working relationships with a range of stakeholders including RHP Home, local authority partners, customers and other internal teams.
• Demonstrating the ability to make great decisions and solve problems without overcomplicating things.
• Providing your team with regular high-quality feedback and using coaching to bring the best out of people.
• Keeping people regularly informed about changes and decisions that may impact them.  
• Building trust by doing what you say you will.
• Being the best version of yourself in every situation and showing resilience when it’s tough.
• Taking personal accountability for ensuring RHP remains a great place to work.
• Championing collaborative working across the organisation, bringing the right people together to find solutions.
• Demonstrating a good understanding of financial planning, budget control and forecasting expenditure accurately.
• Effectively planning and prioritising by focusing on the things that will make the biggest difference.
• Seizing opportunities by being brave and stepping outside of your comfort zone.
• Inspiring others with your drive for excellence and lifting your team up even through the tough times.
• The ability to create an environment where people feel comfortable to be themselves, treating everyone as equals and encouraging a contribution from all.